Due to Gmail outages on December 14-15, 2020, you might see erroneous undeliverable and bounced Gmail addresses on your master suppression List from sends on those days. You will see this reflected in reporting and deliverability metrics for the period.
To remove these email addresses from your master suppression list so that you have accurate reporting and sends moving forward, complete these steps:
- Export the master suppression list to identify which contacts are marked Undeliverable from the Gmail outage.
- Choose to export Undeliverables.
- Select the checkbox Only export contacts last modified between and add Start date as December 14, 2020, then add the End date as December 15, 2020. Check out Export a master suppression list for more information.
- After you export the file, identify only Gmail email address marked in Opted in details column as "marked as undeliverable" with an Opted out date of December 14 or 15, 2020. Delete the remaining contacts from the file and save only the identified Gmail contacts.
- After you save the .csv file of only undeliverable Gmail contacts from December 14-15, 2020, use this file to create a new Restricted (email keyed) contact database. This new database will serve as a reference database while doing a master suppression list purge in a later step.
- Use the new Gmail contact database you just created to purge those contacts from the master suppression list.
For more information, check out Remove or purge contacts from the master suppression list.
Note: After running the purge process, the result might show 0. This is expected due to the way undeliverables are stored. You can spot check the Gmail contact database against the master suppression list to ensure the purge was successful.
Note: Transact customers please be advised while Transact does not automatically suppress email addresses that are on the Master Suppression List, your company or Transact mailing opt-out processor should take note to not add the Gmail undeliverable addresses from December 14th and 15th to your self-managed suppression lists. You can use the process outlined above to clean up the Transact Org MSL if needed.
Note: For any Gmail addresses that were true bounces in that time frame, the master suppression list will flag those again on the next send to those contacts.